Adexa.co.ukReviews 12

I ordered ten sets of beer hall tables with benches (30 pieces in total) for our back garden. We love to host large groups and these looked perfect.
They were delivered a couple of weeks after placing the order. My wife and I were not at home so my eleven year old answered the door and the delivery company asked to unload the packages. Not knowing what to do and feeling pressured to say yes since the company was in a hurry, he agreed and they deposited the packages under an atrium, had him sign, and were on their merry way.
That weekend, I unpacked everything (which took me two hours to do) and discovered that 4 out of 10 tables were severely damaged, and that a number of the benches' fasteners were twisted and non-functional. The packaging had been intact so I was surprised to see this much damage.
I contacted Adexa and after three emails heard back. They referred me to their T&C's and said that with pallet delivery items the customer has to inspect everything carefully upon delivery, and since I hadn't refused delivery the problem was now mine and that they were "unable to assist further in this matter."
I explained that it is an unreasonable expectation for me to unpack that many very bulky items upon delivery and that in addition my son had been pressured to accept and sign for the items, and that as a minor he cannot accept responsibility for delivery, so the liability was still theirs.
They responded that all they could offer me was a store coupon for £70 or a £60 refund (which is around 2% of what I paid). Or they could take back the items and I'd incur various fees totaling about 1/3 of what I'd paid.
Obviously I declined and am now pursuing legal action, but regardless, I was appalled at their lack of customer service. If they'd offered a decent discount (say, reimbursed me for a couple of the sets) we'd probably have worked something out and they wouldn't have to deal with all that is coming their way, but this "it's not our problem" posture was shocking and suggests a company culture in which customer satisfaction let alone loyalty is virtually irrelevant. If you're delivered an intact product I'm sure Adexa is fine, but beware if you need customer service...

In the image I've shared, the shipping packages are completely intact—no damage at all. However, every product inside the boxes is damaged. The common theme across all social media reviews about ADEXA is that all products are DEFECTIVE and faulty. On top of that, their refund or return process imposes nearly the same cost as the product itself, in blatant violation of consumer protection laws. The fact that this company is still allowed to operate despite so many complaints is another issue altogether.

Please please do not order from this company. They sent out the wrong item. I emailed them regarding this. Then 4 days later i got a reply.
They want me to return the item but are wanting me to pay a 25% restocking charge, because i do not have the original box! Even though its there mistake. What a joke. Customer service is terrible. Please do not order from this company. Just read the other reviews here. I wish I had before I ordered!

A bunch of thieves! I purchased a freezer from this company, because it was showing as in stock and a delivery between 3-5 working days. I needed the freezer urgently. After 5 days, I called to ask when the freezer was being delivered, I was told the following week, but wasn't given a specific date. I called mid week, the following week and still no delivery date; the following day a tracking link was applied to my order, however, that link didn't work and there updates! 10 days later, having had no further updates, I asked to cancel the order. I was then told the order was ready to be dispatched from the courier depot! Strange that, how up until that point, I was provided with any updates, then all of the sudden, I was being told it was due to be delivered, but I still didn't have a delivery date! So I said I wanted to cancel the order; I was told it couldn't be cancelled as it was with the dispatch depot; so I called the dispatch depot and told them not to deliver the item as it had been cancelled. So it was possible to cancel the order, but Adexa customer service, couldn't be bothered! I was told by Adexa when the item had been returned I would be refunded. I received, via email, acknowledgment of my refund, which has had 48% deducted from the full amount paid! I've invoked a section 75 and sent a strongly worded email to Adexa. There are better companies out there, that don't try to rip you off, find another company; as Adexa are shocking and thieves!

I ordered a 3 door bar fridge - arrived with no keys or instruction book. Also ordered a counter top prep fridge it arrived damaged. When contacting the company very dismissive and 'my fault' for accepting the delivery when I wasn't even there. They are asking for proof and cctv of me not accepting it which we don't have. The delivery driver took it upon himself to sign for the delivery!. Chasing the missing keys no one can actually give an answer. One of the fridge door arrived locked so cant get into the middle section of fridge. Adexa biggest scammers out there. Please report to trading standard. We got received a conditional refund from the bank and they will take it up with adexa.

I ordered 2x work benches - the website suggested they had stock. After waiting several days, I contacted them to see when they would be delivered. I received an email which stated they were out of stock, and I could either have a credit or a refund. I then rang them and asked for a refund - and was told that the refund could take up to 14 days. Why? In this day and age, refunds should be almost instantaneous. When querying this I was told it was in their T's and C's. Really?
Now looking at their T's and C's, its actually worse than that. This is what it states:

7.1 Refund request needs to be approved by our customer service department. Evaluation will be made according to the terms and conditions listed here and once the refund is approved, refunds will made within 7-14 days.

Do not use this company. Bought a dishwasher with express delivery, arrived late and damaged, delivery driver was rude and did not want to hang around and so was signed for. When unpacking found it was badly damaged. Reported it to Adexa and they said we had to return at our own cost of £220 and pay an admin fee of £120. Slow email response and hour long wait on phone calls. Now it's been over 14 days and they say we can't get a refund. This company is awful, read reviews and you will see hundreds of people who have had the same experience as us. Over £1000 lost due to this scam business.

I regret to share my disappointing experience with this company and strongly advise against engaging their services. My order, consisting of 9 items placed on the 19th of February, is still incomplete as of the 18th of March. Despite repeated attempts to resolve the issue through lengthy phone calls with an hour-long wait time and unfulfilled promises of delivery within 7 days, only 2 items have been received thus far.

As a last resort to save my business operations, I had no choice but to request the cancellation of the outstanding items via email three days ago. To my dismay, I was informed that a 25% cancellation fee would be imposed, adding further frustration to an already poor customer service experience. This company's failure to meet basic customer service standards has left me deeply dissatisfied with its operations.

Adexa Direct Company faces allegations of deceptive e-commerce practices and poor customer service, with delays, miscommunication, and unfulfilled orders. Accusations include untrained staff, false promises, and unresponsive management. Calls for Trading Standards intervention and closure persist amidst ongoing customer grievances.